Configuring delayed service-level processing
Provide solutions in scenarios when users need to wait before processing an assignment by delaying service-level agreements (SLAs). As a result, you deliver a flexible application and adjust processing to the unique business requirements of your customers.
For example, consider a scenario in which an employee of a trading company has a deadline of two days to review and approve a return of faulty goods from a customer. The deadline count starts when the employee receives the faulty goods, which happens daily at 3:00 PM, even if the review assignment in a complaint case is ready earlier. In a different scenario, an employee needs to wait for two hours before processing a purchase order, because a customer can cancel finalization of the order for two hours after the purchase.For relevant training materials, see the Completing work on time module on Pega Academy.
- In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
- In the Case life cycle section, click a step that has a defined goal and deadline.
- In the Step properties pane, on the Goal & deadline tab, open the SLA rule by clicking an icon next to the rule name.
- In the Start of service level section, define when an
application begins the goal and deadline count by selecting an option from the
Assignment Ready list:
- To define the starting time by using a specific
DateTime property, select Dynamically
defined on a property, and then in the Get Date
Time From field, enter the property that references the
value.
The DateTime property holds a precise starting time, for example, 3:00 PM on Monday August 27.
- To start the assignment after a specific period of time, select Timed delay, and then in the Days, Hours, and Minutes fields, specify the delay.
- To define the starting time by using a specific
DateTime property, select Dynamically
defined on a property, and then in the Get Date
Time From field, enter the property that references the
value.
- Click Save.
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